when you do finally get through on the phone...be prepared to tell them where you've tested...and then be prepared for them to have you test your speeds on their server...on an ookla test...which will definitely show that you have great speeds (which you don't) apparently they think people only surf the web inside cox's server ... when it was me i had to show the guy my speeds here...for me it actually was my verrry old modem neededto be replaced...which was a problem that their speedtest didn't detect...at all
just a heads up...
i'm sure they'll listen soon as you show them your logs from here...